Frequently asked questions

You can register your mobile number or email address as a PayID, or if you’re a business, your ABN or Organisation ID. Once registered, simply share it with people who need to pay you rather than remembering your BSB and account number. If you need to pay someone, just ask if they have PayID to transfer money fast.

To make a payment to a PayID, in Internet Banking, simply enter the recipient’s registered Pay ID.

Internet Banking:

• Select Settings
• Select Manage PayID
• Select Create PayID

Mobile Banking:

• Select Menu
• Select Settings
• Select Manage PayID
• Select Create PayID

To transfer a PayID that you created with another financial institution to Auswide Bank, you will need to contact the institution that your current PayID is registered with and advise that you wish to transfer your PayID to Auswide Bank.

You can update an existing PayID to be “transferable” which makes the PayID available for transferring to another financial institution.

When a PayID is made transferable, funds will continue to be received into the linked account until the PayID is transferred to another financial institution or the transfer is cancelled.

Once a PayID is made transferable, you will need to create the PayID at another financial institution. Once this is done, the PayID will be removed from the Manage PayID list.

Internet Banking:

• Login to Internet Banking/ the Auswide Bank app
• From the menu, select My Preferences, Manage PayID
• Click the Manage link for the PayID you want to update
• In the Action drop-down list, select Transfer
• In the Your Access Code field, type your access code
• Enter any other security details as required
• Click Update
  
  

Mobile Banking:

• Login to Auswide Bank app
• From the menu, select My Details, My PayID
• Click the the PayID you want to update
• In the Status section, select Transfer
• Click the Save
• Send the SMS Code and type it into the SMS code section
• Click Continue

When you are logged into Internet Banking and enter the details to 'Pay Someone', if Osko or PayID is available you will have the option to use this service.

Your PayID is a unique identifier which can only be linked to one bank account.

No, Osko and PayID payments are only available for AUD transactions in Australia.

Fast, real-time Osko payments can only be made to eligible personal, business or corporate accounts at participating Australian bank or financial institutions. Overseas and off shore bank accounts are not supported.

If another financial institution cannot accept faster payments using Osko, the payment will be sent through the standard transaction process.

In Auswide Bank Mobile App:

1. Select Menu
2. Select Settings
3. Select Daily transaction limits
4. Select NPP Transfer
5. Choose a transaction limit

In Auswide Bank Internet Banking:

1. Select Settings
2. Select Daily transaction limits
3. Choose a limit for ‘NPP transfer’​

If you've been making additional repayments on your home loan above your minimum required repayment amount, Auswide Bank may allow you to redraw your advance payments^~, and unlike many lenders, even on fixed rate home loans.

This simply means you have access to your 'advance balance' if you need it for unexpected bills or purchases, for home improvements, or to take advantage of an investment opportunity^{^}.

^~ The redraw facility is at Auswide Bank discretion and is subject to the terms and conditions of your loan and Auswide Bank credit criteria. Redraw is not available on all home loans. Advance payments made during any construction or progressive drawn down period will not be available to be redrawn at any time.

^{^} The most you can redraw ('redraw available') is the amount paid in advance on your loan ('advance status') minus one month's minimum loan repayment ('monthly repayment')

You redraw balance will display on the loan account as an available balance. You can check this in Internet Banking or the Mobile app.

Auswide Bank home loan redraw is available online via internet banking or on application at a branch or by completing the Redraw of Advance Funds form*.

When making a redraw request the following payment methods+ are available:

• Transfer to an Auswide Bank account
• BPAY®
• Real Time Gross Settlement
• External Payment

Payment by bank cheque is also available when making a redraw request in writing or at a branch.

NOTE:

• Any redraw will be debited to your loan account and will incur interest on the same basis as the principal owing under your loan.
• Where multiple signatories are required to operate the loan, all signatories will be required to authorise.  For internet banking, this will require all signatories to be registered for Internet Banking.

^* A redraw fee may apply to redraws performed at branches or upon written request.
⁺ Depending on the access method you choose to receive redraw funds, other fees & charges may apply

Topping up your home loan can be made by contacting an Auswide Bank lending consultant, calling us on 1300 138 831 or submitting an enquiry via our contact page.

An offset account is a transaction account that is linked to your home loan*. You can deposit and withdraw money from this account, just like a regular everyday account.

The balance in your mortgage offset account is offset against the amount owing on your linked home loan.

For example, if you have a home loan of $400,000 and $20,000 in your offset account, you’ll only be charged interest on a loan balance of $380,000 ($400,000 - $20,000).

A mortgage offset account means you could potentially save thousands of dollars on interest repayments, taking years off your home loan.

For full fees & charges, please review our Guide to Mortgage Offset Account.

^* Mortgage Offset must be opened in at least one of the same names as the borrower’s loan account.

• Electronic payments via periodical payment, internet or phone banking
• Cash or cheque deposit, or account transfer at any Auswide Bank branch
• Direct credit to your account from an account at another financial institution

You can pay your loan weekly, fortnightly or monthly. Just make sure you have paid the full amount by your monthly due date. If you’re paying weekly for example, you will need to make four weekly payments by the monthly due date (monthly payment divided by four) or two payments if paying fortnightly (monthly payment divided by two).

Failure to make your loan payment in full by the due date will normally result in a Default Administration Fee (shown as Default Admin Fee on statements) and could harm your credit rating. These fees are detailed in your loan contract.

Please get in touch with us on 1300 138 831 if you need help setting up your loan repayment. If you are experiencing difficulties making a loan repayment please phone us on 1300 077 969 or email payments@auswidebank.com.au.

​

Periodic payments are amounts paid at regular intervals such as weekly or fortnightly. You can set-up repayments so they automatically adjust to your minimum monthly payment. This means when interest rates decrease or increase your payments change to reflect the new interest rate. To arrange this feature, send us a secure email via Internet Banking or contact us.

Communicating early is really important and so if you are experiencing financial difficulty, for example due to illness or unemployment, please let us know as soon as possible by contacting one of our Loan Payment Consultants on 1300 077 969 during business hours or via email on payments@auswidebank.com.au.

The Loan Payment Consultant will work with you to try and achieve a solution that benefits all parties.

For some helpful information check out Managing Debt at moneysmart.gov.au.

BPAY is a bill payment service that lets you easily manage and pay your bills in branch, at participating Australia Post offices, through your internet banking, the Auswide Bank mobile app and phone banking.

BPAY® is a secure way to pay your bills, just look for the BPAY logo on your bill, login to your internet banking, mobile app or call 1300 137 735 if you are registered for phone banking. Select BPAY as your payment method and follow the prompts by entering the Biller code and Customer Reference Number (CRN), listed on the bill.

• Login to Internet Banking
• Select 'Payments' from the top menu of options, then select 'BPAY'
• Select the account you'd like to pay money from using the 'From' drop-down field
• Select the Biller you'd like to pay money to using the 'To' drop-down field. If you're sending money to a Biller that you've never sent money to before, click the 'New Biller' button and follow the prompts to add a new Biller. Please note, you'll also need to request a Secure SMS One Time Password to send a payment to a new biller
• Enter the amount of money you'd like pay in the 'Amount' field. If the amount exceeds your online banking Daily Transaction Limit for BPAY, you may need to update your Daily Transaction Limit in Internet Banking
• Select when you'd like the Payment to be made (i.e., Now, Once on a specific date, or Recurring on a particular dates/days. Your selection will prompt you for any further information required
• Click the 'Next' button
• Review your payment details on the screen carefully and click the 'Submit' button

Internet Banking:

• Login to Internet Banking
• Select 'Payments' from the top menu of options, then select 'Address Book'
• Your Address Book acts like your Contacts library on your phone and contains a list of both your Payees and BPAY Billers. Click on the BPAY tab at the top of the screen to display your list of BPAY Billers
• Click on the 'Add New Biller' button
• Enter the Biller Code for your new BPAY Biller in the 'Enter Biller to search for' field and click the 'Search' button. If the Biller Code is correct the Biller Code and Biller Name fields will appear on the screen pre-populated
• Enter an easy to remember Nickname for the Biller in the 'Nickname' field (e.g., Phone Bill)
• Enter your Customer Reference Number in the 'Customer Reference Number (CRN)' field. This number should be displayed with the Biller Code on one of your recent bills
• Click the 'Get SMS' button to be sent a Secure SMS One Time Password to your registered mobile number
• Enter the One Time Password received in the field provided and click the 'Save' button at the bottom of the screen

Note: To save you time, you can also add new Billers when making BPAY Payments.

Mobile Banking:

• Login to the Auswide Bank app
• Tap the 'Pay' tab at the bottom of the app
• Tap 'Manage Payees' from the options displayed on the screen
• Tap the 'New' button
• Tap the BPAY' button
• Enter the Biller Code for the BPAY Biller in the applicable fields
• Tap the 'Validate' button
• If you entered a valid BPAY Biller Code, you'll be taken to a new screen with those details pre-populated. Enter your Customer Reference Number for the Biller in the 'Reference Number’ field. This number should be displayed with the Biller Code on one of your recent bills
• If you'd like to give the Biller a Nickname to help you remember them, enter the Nickname in the 'Nickname' field (optional) 
• Tap the 'Save' button

Where a near real-time payment through Osko is not available, you can still make a same day payment through a Real Time Gross Settlement payment (RTGS).

RTGS is a payment where the transfer is made in real time from one Australian bank to another, with a fee usually incurred by the person initiating the transfer.

Learn more about our fees and charges.

• Arrange a 'same day' RTGS transfer of funds from your Auswide Bank account into an account at another Australian bank.^*
• Simply provide us with the BSB number of the receiving bank, and the account name and number where funds are to be credited. Simply complete and sign an Electronic Payment form and send via email to auswide@auswidebank.com.au

Please note, the required number of account Signatories are to sign.

• Arrange a 'same day' RTGS transfer of funds from another Australian bank to your Auswide Bank account
• Arrange this at the other bank. They will need:
  • Auswide Bank's Domestic SWIFT (BIC) Code: WPACAUSR
  • Auswide Bank's International SWIFT (BIC) Code: WPACAU2S
  • Auswide Bank's Address: 16 Barolin Street Bundaberg Q 4670
  • Auswide Bank's BSB Number: 645646; and
  • the Auswide Bank Account Name and Account XREF Number where funds are to be credited.

To transfer funds to an overseas bank account or to transfer funds from an overseas bank account to your Auswide Bank account, you should arrange a Telegraphic Transfer.

Whether you’re transferring money overseas or you have friends or family that want to send you money from abroad, it’s easy with a Telegraphic Transfer. It's a fast and secure way to make international payments almost anywhere in the world.

If you wish to receive regular or one-off foreign currency payments to your Auswide Bank account, an inward Telegraphic Transfer may be the ideal solution.

An inward Telegraphic Transfer, also known as an ‘inward wire’ is an electronic transfer of funds from the overseas sender (made out in their own currency), which are converted into Australian dollars and credited to your account.

It's an easy way to receive your payment and more than likely at a lower cost. The benefits of an inward Telegraphic Transfer include:

• Fast and reliable
• Payments can be made in 25 currencies.
• Savings for the sender as the transfer is treated as a local transaction

Complete our online inward Telegraphic Transfer request to receive money from overseas.

Choose the country you are receiving funds from.

Complete the relevant information in the online form and submit.

You will then be presented with deposit instructions in a PDF file. Please save it for your reference, and email it to the person or business sending the funds to you.

Ask the sender to:

• Present these instructions to their bank when arranging to send the payment to you
• Deposit the amount into the dedicated account as stated in the instructions in local currency and not in Australian Dollars (AUD)
• Confirm the bank includes payment note <fi name> 01966-FI <Your name> in the bank’s reference field as specified in the PDF deposit instructions.

When you’re sending money overseas it’s easy with a Telegraphic Transfer. It's a fast and secure way to make international payments almost anywhere in the world.

The benefits of an outward Telegraphic Transfer include:

• Transfers received in a specified currency
• Certainty about when the payment is received
• More secure than physical payment options such as cheques or drafts
• Include a brief message as part of the payment transaction
• An affordable way of transferring a large amount of funds overseas

To request an outward Telegraphic Transfer, simply visit a branch or login to Internet Banking to complete an outward Telegraphic Transfer request. You will need to provide your residential address and the residential address for the receiver, as well as details of the account that the funds will be transferred to. This includes:

Beneficiary Bank Full Name
Beneficiary Bank Full Address
Account Number
Beneficiary's Full Name
Beneficiary's Residential Address
Purpose (Reference)

You may also need to provide some additional information when sending a Telegraphic Transfer to the following countries:

Europe: International Bank Account number (IBAN) – the IBAN incorporates the bank, sort code and account number
United Kingdom: IBAN
New Zealand: Bank code
Malaysia: National ID number or Company number
USA: ABA or routing code

Please note:

In processing a Telegraphic Transfer, we only rely on the bank account number and beneficiary bank details you provide. We do not rely on the bank account name.
It is a requirement under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 that identification is collected when sending a Telegraphic Transfer. If you are not an existing Auswide Bank client who has been previously identified, it will be necessary to produce acceptable forms of identification.
Funds cannot be transferred directly to an overseas credit card account. You may be able to arrange to pay a credit card bill if you send the funds to the suspense account of the overseas bank's card division.
Telegraphic Transfers are not available to the following countries: Afghanistan, Angola, Cuba, India, Iran, Libya, Myanmar (Burma), Nauru, North Korea, Seychelles, Sudan, Syria, Russia.
Telegraphic transfers are sent via a network of correspondent banks, which sometimes levy a small handling charge on your payment. Any such fees, and payment delays, are out of our control.

We can arrange a trace for outward Telegraphic Transfers, but only after 5 working days have elapsed from the date the order was placed. There is no fee for conducting a trace, unless the funds were credited to the overseas beneficiary account prior to the trace being requested (in which case a fee will apply).

If you wish to cancel an outward Telegraphic Transfer after placing an order, the transaction will be reversed using the prevailing ‘buy’ exchange rate (rather than the original ‘sell’ exchange rate) and so you may incur a loss depending on exchange rate movements.

To arrange a trace or to cancel an outward Telegraphic Transfer you have ordered through Auswide Bank please contact us.

You can add any Auswide Bank cards, including:

• Visa Debit Card (Full Access)
• Visa Debit Card (Limited Access)
• Low Rate Visa Credit Card

For a list of devices Apple Pay is compatible with, please visit here. iPhone, iPad and Mac devices will need either Touch ID or Face ID in order to use Apple Pay.

If your compatible device is lost or stolen:

iPhone:
If your iPhone has Find My iPhone turned on, you can suspend or permanently remove Apple Pay capability from the device. You can also remotely log into the Apple ID to remove all cards from Apple Pay.

Apple Watch:
You can remotely log into the Apple ID and remove all cards from Apple Pay.

If I’m still having trouble?
If your iPhone doesn’t have Find My Phone or you’re still concerned, please call us on 1300 138 831 or call the lost or stolen card hotline on 1300 135 538.

The same daily transaction limits from your card apply when using Apple Pay.

Purchases over $100 may not require you to enter a PIN at supported merchants, as your purchase has already been authenticated through Face ID or Touch ID.

No, unfortunately we currently only have Visa Debit and Credit Transactions enabled with Apple Pay. EFTPOS transactions, such as Savings or Cheque transactions, may become available at a later stage.

You can add any Auswide Bank issued cards, including:

• Visa Debit Card (Full Access)
• Visa Debit Card (Limited Access)
• Low Rate Visa Credit Card

To use Google Pay, your device must be running on Android 5.0 (Lollipop) or higher, and support near-field communication (NFC) and host card emulation (HCE) technology. NFC and HCE are both required for Google Pay to work for in store transactions. Check the Google Pay Help Centre for more information as Google may from time to time make changes to the operating system and device requirements.

To check if your phone can make contactless payments with Google Pay, see here.

If you have a Google Wear OS Wearable, you may also be able to use Google Pay with your Wearable. For more information on Google Wear OS, please visit wearos.google.com.

If your phone is ever lost or stolen, you can lock and erase it with Find My Device.

If you’re still concerned, please call us on 1300 138 831 or call the lost or stolen card hotline 1300 135 538.

The same daily transaction limits from your card apply when using Google Pay.

Purchases over $100 may require you to unlock your phone to complete a contactless payment in store.

No, not at this stage. You will still need your physical card to withdraw cash.

To activate a Visa Debit Card or Low Rate Visa Credit Card:

Internet Banking:

• Login to Internet Banking
• Select 'Settings' from the top menu of options, then select 'Manage Cards'
• Click on the card which is pending activation
• Select 'Activate Card' from the 'What would you like to do?' drop-down field
• Enter the expiry date printed on the new card (using the floating keyboard) in the Enter Expiry Date field. The date should be entered in 'MM YY' format
• Click the 'Activate' button at the bottom of the page

Mobile Banking:

• Login to the Auswide Bank app
• Tap the menu icon (three stacked horizontal lines) in the top left-hand corner of the app
• Tap the 'Cards' option from the menu
• Swipe left and right on your cards to show the card you'd like to activate
• Tap the 'Activate' button to activate the card

You can change your PIN via the Auswide Bank mobile app or at any Auswide Bank branch or ATM. This feature is not currently available in Internet Banking.

• Login to the Auswide Bank app
• Tap the Cards icon in the bottom right hand corner of the app
• Swipe across the screen to the applicable card you want to change the pin on
• Tap ‘Change PIN’ from the menu
• Enter the new PIN
• Confirm the new PIN
• Tap ‘Continue’
• Tap the 'Send SMS code to XXXXX##' button to the sent a Secure SMS One Time Password to your registered mobile number
• Enter the One Time Password received in the field provided and click the 'Continue' button at the bottom of the screen

If your card is damaged and you need to arrange for a new one, please contact us.

To lock or cancel a Visa Debit Card or Low Rate Visa Credit Card:

Internet Banking:

• Login to Internet Banking
• Select 'Settings' from the top menu of options, then select 'Manage Cards'
• Click on the card you would like to lock or cancel
• Select either 'Lock Card' or 'Report Card as Lost or Stolen' from the 'What would you like to do?' drop-down field. Reporting a card as lost or stolen will prompt a card re-order to your registered mailing address.
• Continue to follow the prompts on the screen and click either 'Lock' or 'Stop' buttons at the bottom of the page.

Mobile Banking:

• Login to the Auswide Bank app
• Tap the menu icon (three stacked horizontal lines) in the top left-hand corner of the app
• Tap the 'Cards' option from the menu
• Swipe left and right on your cards to show the card you'd like to lock or cancel
• Tap either 'Lock' or 'Cancel and Reorder' and follow the prompts

To add an additional cardholder to your account, please contact us to complete a Add/Change Signatory Form. The additional cardholder will need to complete an Additional Cardholder form.

To transfer a credit card balance, please contact us with the completed Balance Transfer Form.